Brenda Arias

“Qualified Human Resource Representative with 15 + years in Customer Service and New Hire Processing”

HR Associate II - University of Utah Healthcare - SLC, UT

(2022-03)

• Coordinates onboarding requirements with Talent Acquisition and the Work Wellness Center teams to ensure all requirements are met for onboarding new employee hires.
• Work in ICIMs, Certiphi and Skill Survey to help clear candidates
• Support Talent Acquisition in the I-9 verification process by assisting candidates to complete required documentation. Provide information about which documents are needed, while maintaining records of required documents for internal tracking systems.
• Supports benefit enrollment processes, including staff eligibility and enrollment into eligible benefit programs, online enrollment support, associated document processing, and coordination of data transfers to external carriers.
• Experience with STD/LTD paperwork
• Proactively reach out to incoming new hires who receive a negative dilute result, clearly explain the implications of a negative dilute, and promptly initiate the process for ordering a new drug test to ensure compliance with company policies
• Expert in all Employee Experience essential functions, expectations, and responsibilities.
• Coordinates benefits billing processes for team members in unpaid but benefitted status.
• Supports and completes advanced benefits processes, including but not limited to tuition reduction processes, W-2 needs for termed and unpaid team members, bridge in service requests, Evidence of Insurability documentation, urgent benefit enrollment or updates with vendors/carriers, PTO donations, URS forms, etc.
• Provides support for leave of absence application and documentation processes.
• Determine Eligibility for Paid Parental Leave cases and notify the Leave consultant of any follow-up needed
• Works with leaders to complete all types of ePAF requests.
• Manual Epaf process experience, knowledge on making permanent changes in people soft.

HR Rep - University of Utah Healthcare - SLC, UT

(2019-11 - 2022-03)

• Provides general support such as greeting and directing visitors, handling incoming phone calls, processing both emails and mail and ordering supplies.
• Provide comprehensive administrative support, including greeting and directing visitors, handling incoming phone inquiries, processing emails and physical mail, and managing supply orders to ensure efficient office operations.
• Accurately process journal entries, HR billing, and create purchase orders (POs) to ensure smooth financial and operational workflow.
• Successfully completed Lawson training, demonstrating proficiency in building and managing purchase orders to meet departmental needs.
• Coordinate employee and external candidate travel arrangements, ensuring seamless planning and execution of all travel logistics.
• Maintain strict confidentiality when handling sensitive employee information and files, ensuring compliance with privacy standards and internal policies.
• Support the HR department by assisting in the execution of various human resource programs and procedures, ensuring consistent, professional, and responsive service to all company employees.
• Assist in the development, preparation, and timely updating of human resource transactions, reports, and documentation to enhance operational efficiency.
• Maintain and update accurate data in HR information systems, including processing data related to affiliate programs, employee IDs, invoices, and purchase orders.
• Leverage in-depth knowledge of HR services, including benefits, to effectively manage and resolve applicants and employee inquiries with a focus on achieving resolution and satisfaction.
• Take responsibility for approving payroll and managing timekeeping duties for the HR department to ensure accuracy and timely processing.
• Prepare and issue employment verification letters for employees and lenders, ensuring compliance with institutional and legal standards.
• Process state and government employment verification requests for all University of Utah Health employees, ensuring timely and accurate submission in compliance with relevant regulations. Use multiple tools and resources to help answer benefits, Leave, compensation and Employee relation question
• Maintain well stocked office supplies cabinets and Order Supplies when needed.

UM Coordinator - University of Utah Healthcare - SLC, UT

(2018-01 - 2019-11)

• Process Medical Reviews and Claims: Efficiently receive, enter, and track medical reviews and pended claim requests in EPIC to ensure timely and accurate claims processing.
• Prepare Documentation for Clinical Review: Organize and prepare necessary paperwork for Registered Nurse (RN) or Medical Doctor (MD) review, ensuring all required information is provided for effective decision-making.
• Communicate Review Outcomes: Effectively communicate review results to requestors, providing clear and concise updates and ensuring timely follow-up to support operational efficiency.
• Utilization Management Support: Serve as a key point of contact by answering Utilization Management calls, and field inquiries for case managers, ensuring swift resolution of questions and issues.
• Provider and Member Support: Assist providers and members by quoting benefits, verifying eligibility, and addressing inquiries related to appeals, contributing to improved customer satisfaction.
• Case Creation and Management: Create and maintain cases in EPIC for hospital admissions and high-risk members, ensuring accurate and timely documentation for case management workflows.
• Collaborate on Concurrent Reviews: Support concurrent review nurses by coordinating with hospital care managers to request necessary clinical reviews, fostering collaboration to optimize patient care outcomes.
• Eligibility Verification and Case Tracking: Verify member eligibility and create cases in EPIC for high-risk or potentially high-risk members, ensuring proper case management and follow-up.
• Member Communication: Ensure members receive timely and relevant correspondence, including educational materials and letters, to support informed decision-making and proactive care management

Prior Authorization Rep - University of Utah Healthcare - SLC, UT

(2013-08 - 2015-09)

• Ensure accurate submission of ICD and CPT codes, along with related medical documentation, for authorization requests. Utilize critical thinking to identify and meet the specific requirements of each payer to secure approval for patient services.
• Verify insurance benefits and document them accurately to create precise cost estimates for services. Ensure timely and comprehensive documentation of all estimates in patient records.
• Confirm insurance eligibility, benefits, and network status to generate pre-service price estimates for insured patients, ensuring financial transparency and patient understanding.
• Secure prior authorization for high-cost services, including scheduled surgeries, planned inpatient admissions, urgent admissions, and air transport. Accountable for securing over $2 billion in annual patient revenue through accurate and efficient authorization processes.
• Obtain, interpret, and submit clinical documentation that supports the medical necessity of services requiring prior authorization, ensuring compliance with payer requirements for approval.
• Follow up on denied authorization requests and, when necessary, escalate cases to financial advocates for resolution, working to minimize financial impact to the organization.
• Maintain comprehensive records of all authorization-related correspondence, including faxes and other documents, to support the appeals process and ensure proper documentation throughout.
• File and organize authorization documentation efficiently to ensure timely access and compliance during audits or appeals.
• Collaborate with case managers and utilization review teams to drive workflows that ensure timely authorization for length of stay and other critical patient care services.
• Review patient benefits, including out-of-pocket costs (OOP), deductibles, and other financial details, to ensure patients are informed of their financial responsibilities prior to receiving services.

Patient Financial Advocate - University of Utah Healthcare - SLC, UT

(2009-01 - 2012-09)

• Verify Compliance with HIPAA Guidelines: Ensure that all necessary information is verified and compliant with HIPAA guidelines prior to disclosing any patient-related information, safeguarding patient privacy and confidentiality.
• Communicate Insurance and Financial Information to Patients and Families: Provide clear and compassionate explanations regarding insurance coverage, treatment costs, prompt pay options, and financial hardship discounts to patients and their families, particularly during difficult or catastrophic life events such as death, amputation, or disability.
• Coordinate Patient Assistance Applications: Contact relevant agencies, including state case workers, banks, the Social Security Administration, employers, medical facilities, workers' compensation administrators, insurance companies, and law enforcement agencies, to gather necessary documentation and information to process patient assistance applications.
• Verify and Coordinate Insurance Information: Ensure the accuracy of insurance details, confirming correct coverage, and work collaboratively with internal teams to facilitate accurate and timely billing processes.
• Resolve Billing and Compliance Issues: Oversee the resolution of outstanding billing discrepancies, ensuring effective communication and coordination between physicians, hospitals, and insurance companies to ensure timely and compliant processing.
• Initiate Claims with Third-Party Payers: Proactively initiate and manage the claims process with third-party payers, including auto insurance, workers' compensation, or other relevant parties, on behalf of patients when appropriate.
• Determine Third-Party Liability and Manage Liens: Assess third-party liability in cases of injury or assault and initiate or amend hospital and attorney liens as necessary to ensure proper legal and financial recovery.
• Coordinate Coding Review and Follow-Up: Submit claims for coding review as required and maintain communication with patients to relay results and ensure proper resolution of any coding issues.
• Support Patient Claims Process: Initiate and oversee the claims process with third-party payers for patients, ensuring timely and appropriate action is taken in accordance with insurance and legal requirements.
• Process Payments and Ensure Accurate Account Application: Accurately process credit card payments and apply them to the correct patient accounts, ensuring that all financial transactions are appropriately recorded.

Outpatient Service Specialist - University of Utah Healthcare - SLC, UT

(2009-01 - 2012-09)

• Initiate and oversee the claims process with third-party payers for patients, ensuring timely and appropriate action is taken in accordance with insurance and legal requirements.
• Provide exceptional customer service to both English and Spanish-speaking patients by addressing inquiries, resolving concerns, and delivering patient education in a clear, professional, and engaging manner. Maintain a positive, supportive patient experience across all interactions
• Accurately verify patient benefits and insurance eligibility when required. Collect necessary co-pays, deductibles, and co-insurance as applicable. Address questions related to account status, payment arrangements, and billing discrepancies, ensuring resolution or appropriate escalation to the relevant department for further action.
• Perform a variety of administrative, clerical duties, and special projects as assigned, ensuring efficient operations and timely completion of tasks that support clinic functions and patient care activities.
• Schedule patient appointments across 11 clinics in the Salt Lake City area, coordinating with clinic staff and managing both in-person and phone support to optimize scheduling and patient flow.
• Offer timely and professional support to patients, nurses, and physicians via email, facilitating communication and addressing any scheduling, billing, or healthcare-related queries efficiently
• Utilize various healthcare data management software systems, including IDX, Allegra, MS Office, EpicCare, Epic for Business, and Outlook, to effectively manage patient records, communicate with healthcare teams, and maintain operational efficiency.
• Assist patients in accessing their medical records through automated systems, ensuring they receive the necessary support and guidance in navigating digital platforms to manage their health information.

Sale/customer service rep - Farmers Insurance - Riverton, UT

(2008-01 - 2009-01)

• Customer Service: Act as the primary point of contact for resolving billing issues, answering coverage questions, and managing policy changes.
• Sales & Cross-Selling: Identify opportunities to offer additional insurance products (e.g., auto, home, life) that meet client needs.
• Risk Assessment & Underwriting: Gather customer data, run quotes, analyze risk, and bind new business.
• Record Keeping: Maintain accurate documentation of all customer interactions and transactions in agency management system.

Sales/customer service rep - Dish Professional - Midvale, UT

(2006-01 - 2008-01)

• Product Education: Inform customers about DISH packages, pricing, and technology, helping them choose the best entertainment solutions. Promote and sell DISH TV, internet, and add-on services during regular customer interactions.
• Sales & Retention: Close sales on inbound calls, outbound leads, or in the field, while applying strategies to retain existing customers.
• Target Achievement: Consistently meet or exceed established sales quotas and performance metrics.
• Customer Support: Answer inbound calls to resolve billing, equipment, and technical support issues.
• Problem Solving: Guide users through step-by-step equipment troubleshooting to ensure maximum system satisfaction.
• Account Management: Process payments, modify service packages, and document customer interactions in internal software.

Sales/ Customer service Representative - Teleperformance USA - SLC, UT

(2004-08 - 2006-01)

• Customer Support: Answer inquiries, actively listen, de-escalate issues, and aim for first-call resolution.
• Sales & Upselling: Promote and suggest products, services, or upgrades based on the customer’s needs.
• Data Management: Track call-related information and update customer accounts utilizing web-based and desktop platforms.
• Compliance: Maintain a strong commitment to company procedures and treat confidential information sensitively

Owner(Manger) - Bimbo - SLC, UT

(2022-05 - 2024-04)

• Supervises the daily operations of the Bimbo including the interviewing and hiring of staff, training, creation of work schedules, and work assignment distribution.
• Monitored and evaluated individual and team performance, ensuring quality standards.
• Maintain excellent customer service with our clients and employees
• Resolves problems, provide support, and expedite service to other Retailers
• Monitors safety and quality assurance functions by inspecting processes for completeness and accuracy.

Owner(Manger) - Pacific Blue Rentals - SLC, UT

(2021-05)

• Supervises the daily operations of the Pacific Blue Rentals including the interviewing and hiring of staff, training, creation of work schedules, and work assignment distribution.
• Monitored and evaluated individual and team performance, ensuring quality standards.
• Maintain excellent customer service with our clients and employees

High School Diploma - Kearns High School, UT

CNA Certification - Tooele Applied Technology College, UT